Job Type: Hybrid; at least once a week in office.
Job Description
We are seeking an experienced Dynamics 365 CRM Architect with deep expertise in Dynamics 365 Customer Service, Omnichannel, and digital engagement solutions including WhatsApp integration. The successful candidate will lead the architecture, design, and implementation of enterprise‑scale customer engagement solutions leveraging the Microsoft Dynamics 365 and Power Platform ecosystem. You will work closely with business stakeholders, delivery teams, and technical consultants to design scalable, secure, and high‑performing customer service solutions that improve customer experience and operational efficiency.
Key Responsibilities
- Lead the architecture and design of Dynamics 365 Customer Service solutions.
- Design and implement end‑to‑end omnichannel customer engagement capabilities, including Live Chat, Digital Messaging, and WhatsApp.
- Architect and implement Dynamics 365 Omnichannel for Customer Service.
- Integrate WhatsApp using approved providers such as Twilio and Meta Business.
- Define solution architecture across Dynamics 365, Power Platform services, and third‑party systems.
- Provide technical leadership and governance across implementation projects.
- Create architecture documentation, solution designs, and integration specifications.
- Lead workshops with business and technical stakeholders to ensure solutions follow Microsoft best practices, security standards, and ALM processes.
- Support data migration and integration strategy.
- Guide development teams on customization and extension approaches.
- Mentor functional and technical consultants.
- Participate in pre‑sales activities, solution estimations, and strategic roadmap planning.
Required Skills & Experience
- Extensive experience implementing Microsoft Dynamics 365.
- Strong expertise in Dynamics 365 Customer Service.
- Experience with Omnichannel for Customer Service.
- Experience with Power Platform.
- Proven experience implementing WhatsApp integration within customer service environments.
- Experience in customer engagement processes.
- Case management, SLA management, knowledge management, and contact center operations.
- Experience integrating Dynamics 365 with enterprise applications and communication platforms.
- Solid knowledge of Power Automate, Power Apps, Power BI, APIs, and integrations.
- Experience with security models, environment standards, and solution management.
- Strong stakeholder management and communication skills.
- Experience leading architecture and delivery.
- Experience with Dynamics 365 Contact Center Studio AI‑powered customer service solutions.
- Experience working in Agile delivery environments.
- Experience in regulated industries such as financial services, public sector, or healthcare.
Technical Environment
- Dynamics 365 Customer Service and Omnichannel
- Power Platform (Power Apps, Power Automate, Power BI)
- DevOps and continuous integration pipelines
- APIs and web services
- WhatsApp Business integration
Personal Attributes
- Strong consultative approach
- Excellent problem‑solving skills
- Ability to communicate effectively with technical and non‑technical audiences
- Strategic thinker with hands‑on technical capability
- Collaborative and delivery‑focused mindsetCustomer‑centric mindset
Preferred Experience
- 12+ years of experience in Dynamics 365 CRM.
- 5+ years of architecture responsibilities.
- Full‑cycle enterprise implementations.
- Large‑scale customer service transformation projects.
Contact Details:
Falcon Smart IT (FalconSmartIT) Recruitment Team
